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Fort Worth Harley-Davidson

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Fort Worth Harley-Davidson Reviews (14)

Complaint: [redacted] I am rejecting this response because: The last time we took the bike in, the service tech said that it was bad gas The spark plugs were changed, (without being notified/approved, just like the bolts being tightened on prior visit) and he said that he took the bike apart and flushed the lines, which we were also charged for Again, it is absurd that gas was any part of the problem If it was, then it was sold to my husband with "gunk in the lines" Which you would think that there would be some type of quality control in that regard However, "bad gas" does not cause the rattling that was going on The fact that the tech told us he took the bike apart and couldn't find anything, tells me that He didn't really take the bike apart, or He took it apart but was unable to see that the clutch and clutch pads were in very bad shape and needed to be replaced So the only conclusion is either this department is unethical, or incompetent From the demeanor of the technician, I really think it may be both It is not an issue of paying for repairs that need to be done that are outside of warranty It is an issue of other "problems" being worked on that are not discussed with the owner of the bike prior to the work being done, and then the original problem the bike was brought in for is still not resolved Again, how many other bikes may be out there with sub-par mechanical work, or the work actually not done at all, that may be putting that rider in danger if the bike breaks down??? The highway speeds around our home are all 70mph If his clutch had gone out at this speed, I hate to even imagine what could've happened I will also address the maintenance on the bike, since that seems to be called into question My husband takes better care of that bike than his own health The oil is changed before it is even scheduled to be All the fluids are checked regularly and have been changed accordingly We are lucky in the aspect that a friend is an MMI graduate who is a certified Harley Davidson mechanic We try not to take advantage of this, but he does help my husband with the regular maintenance of the bike Which is why there is no record of service being done to the bike We buy the necessary oil/fluids/filters/etc from the dealership, and then he handles the rest I am not trying to get anyone fired It honestly seems almost as if this is policy of this dealership with the way it was handled every single time we took the bike to this location Only ONE of the technicians ever even tried to make things right, and then he came back apologizing, but saying there was nothing he could do I do wish I had better documented this whole thing, that is my mistake, neither myself nor my husband remember his name Seems to me that policy needs to change, and this department needs to be held to higher standard The department holds peoples' lives in their hands with the work that they do A $gift card to the store? Honestly, that's an insult Regards, [redacted]

We understand Mrs [redacted] is upset We have given her a couple of options to help with her situation We are willing to take another look at the bike at no cost to her at this time to see if the issues can be recreated by a technicianWe have no record of the Ultra being damaged in any type of wreck We have already completed work on this bike on three different occasions at no cost to her except a one time $warranty deductible We are serious about customer service and have extended it more than once to Mrs*** [redacted] states 'I have taken the bike back times' and we have record of service visits with the first being over months after purchasing the bike There are no other records of the bike being in service for repair or required maintenances at our location Our service department takes every customer issue seriously and works to make each customer happy when they leave If a customer calls after having service work completed with a continued issue, they are moved to the front of the line and made a priority to get corrected This same service is extended to [redacted] ***We have an offer to trade [redacted] out of her Ultra and back to the Road King as long as it is still available There is no money down for this transaction Mrs [redacted] would have to either pay off the remainder of her loan on the Ultra or obtain new financing for the amount she still owes for the purchase of the Ultra that she has had in her possession for over months.Fort Worth Harley will continue to offer the best customer service possible to every customer We appreciate the opportunity to get Mrs [redacted] back on the road with her Harley-Davidson.Thank you

the dealership agreed to trade bikes back as long as I continue to pay for the loan on the Ultra classic which would be in their posessionits criminal!! I woulod like to know if I towed this ultra to their store to show them the evidence of bike being wrecked would they then finally do right by me and do the fair trade back,and refund me the monies paid on the Ultra? its a simple yes or no answeri will also bring statement from independent HD tech stating the bike has been wreckedits bloody dreadful that I am still having to go thru this, everything about this situation reeks of criminal behavior and the worst customer service everthe removing of risers on bike was something discussed the very day of purchasei have taken bike back timesthe only reason they agreed to do fork oils is because I had bike towed to another dealership ,Longhorn in Grand Prarie where their technician made suggested things to help with the bikewhen FT WORTH got bike they DID not change fork oil, they simply tightened bushingsonce again I had to return bike and make a fuss to have them do it correctly

To Whom It May Concern,Mr*** and Ms*** purchased a Road King and traded in an Ultra Classic. They were required to give a $down payment for the purchase of the Road King. There was not a service bill for them to pay on the Road King. Mr*** was allowed to take out the entire headlight and support brackets from the Ultra Classic to install on the Road King. The service tech tried to install the take off headlight from the Road King however, there were several pieces missing and the set up was not as installed by the factory in the Ultra Classic so the tech could not complete the work Fort Worth Harley paid for the replacement parts to re-install a headlight into the traded in Ultra Classic several weeks later. The service department did not see the Road King for a final check due to the headlight disassembly and install that took Mr*** until after closing to complete on the Road King. In response to the 'wrecked' Ultra Classic, there has not been any evidence found via a VIN search, insurance records, previous customer information or visual inspection that would lead to any indication of the bike being involved in an accident as claimed by Mr*** and Ms***. We take safety seriously and would not release a known wrecked bike that was not repaired completely to any customer.We apologize for the issue with the bike on their way home. We did everything we could to resolve any potential issues with the bike as soon as we found out about the problem. At this time, we suggest the customer uses the HOG Roadside assistance for his 'free' tow of the year. He can reach them at 1-800-CLUB HOG to send in the receipts. Our negotiations with this bike deal are complete.Customer service remains our top priority and we will continue to assist our customers to the best of our ability.Thank you

Thank you for the opportunity to look into this issue/complaint.We did work on *** *** FLHX Street Glide in May of for a broken exhaust heat shield, which was covered by warranty at miles. *** only had to pay his deductible of $50. We worked on the same
bike again in July of with the chief complaint of 'primary noise, front end rattle when hitting bumps' at miles. We found the primary noise to be associated with the compensator which was replaced, again under warranty. The front end rattle required tightening of the fender bolts as it was rattling when the wheel hit any kind of bump or hold in the road. This was not covered under warranty*** was charged the $deductible for his warranty work and $for the labor to check the front end rattleThe final time we worked on this bike was in October at miles with chief complaint of 'primary noise when in 5-6th gear upon acceleration'. Our technician road the bike several miles and noticed the bike was a little sluggish at certain RPMs so he changed out the spark plugs to try and smooth that out for the customer. Otherwise, the bike was found to be running and the noise mentioned could not be duplicated. Our service advisor did discuss the neutral rattle that is indicative of Harley Davidson motorcycles in the primary. We have no service records for this bike and cannot verify proper maintenances at the recommended intervals at this time.Since the customer mentioned another location that the bike was taken, we did make contact with the service department to follow up on their findings. The service department there confirmed that the noise was the neutral rattle and that they shared the bulletin describing this noise with the customer. They found no other issue with the primary They did change the clutch at that time as they found it needed new pads at milesThis is just over miles since we worked on the 'primary noise' in July. The other service location did not have maintenance records for MrWorthy's motorcycle either.We understand that Mr*** is upset and would like to help resolve this matter. We have tried to reach out by calling both phone numbers we have on file but have not received a return call to date. We understand that the plugs our technician put in the bike may not have been authorized and we are willing to compensate Mr*** for the part and labor for that with a $gift card for him to use on parts, accessories or general merchandise of his choice.We always strive to meet and exceed our customer's expectations and appreciate feedback. We will take this information and learn what we can from the comments provided. Our service department is recognized by Harley Davidson as a top performing department and we will continue to take our customer feedback as opportunities to improve and push for excellence.Thank you

*** *** purchased a 883N "Iron" from Fort Worth Harley on June 6, 2015. He loaded the bike into his own vehicle and one of our employees offered assistance. We have signs posted stating we are not responsible for damage loading or unloading vehicles. *** stated that
he did check the tie downs before leaving the dealership but, unfortunately, the bike fell over in the truck as he was going down the road. We are currently working with Mr*** to get him a new tank for his bike. The bike will be coming back to our Service department to have the new tank installed free of charge.Fort Worth Harley continually strives to provide the best customer service possible to our customers. We look forward to working with *** for many years to come and keeping him as part of our Fort Worth Harley family.Thank you,*** ***, General Manager

Thank you for the opportunity to look into this customer's situationAccording to our system, Fort Worth Harley sold *** *** a used Harley-Davidson Heritage Classic on June 1, 2010. Our paperwork indicates she agreed and signed the loan contract with 22.99% interest rate
for months with *** *** *** to purchase her bike. Fort Worth Harley-Davidson does not carry loans nor do we service loans. We connect customers with banks to complete their transactions. The terms of ***'s loan and payment structure is completely up to *** *** *** which is a separate company from Fort Worth Harley-Davidson.Also, Fort Worth Harley has not asked her to surrender her motorcycle and we have no information regarding a repossession at this time.We recommend that Ms *** contacts *** *** ***, if they are still the carrier of her loan, and work out the issues with them directly. Their number is ###-###-####.Thank you again for the opportunity to review this customer complaint and assist where possible. Unfortunately we are not able to look into or assist with her financial arrangement with a separate entity. If there is something we can do to make this experience better for ***, we would be happy to help where possible

To Whom It May Concern,This complaint is connected directly to one by [redacted], [redacted]' girlfriend, which we have responded to several times.  We agreed to trade Ms. [redacted] back out of her Ultra Classic and on to the Road King she wanted.  We agreed to pay off the loan on...

the Ultra Classic as an extension of customer service without penalty to her.  We cancelled her warranty and agreed to use that as down payment on the Road King so she would not be out more money than necessary. [redacted] was present during the entire purchase of the Road King and even asked if  he could take off the headlight from the Ultra Classic to use on the Road King due to an emotional attachment she had to the light.  We allowed him to make the exchange with the understanding that our service department was going to be closing and would not be able to do a final check on the Road King since he was wanting to switch the headlight.  He said that was fine and they both expressed their appreciation.  There were no other promises made.As stated in previous responses, when we found out the bike had 'broke down' we went and picked up the bike - free of charge - and brought it to our shop right away.  There was nothing mechanically wrong with the motorcycle.  The oil was over filled and needed to be drained and re-added.  We delivered the bike back to [redacted], again, free of charge.  We were later contacted by Mr. [redacted] regarding a $200 tow bill and the need for a service work order to get the tow bill reimbursed.  We gave him the only paperwork we had, although the work order only said oil change.  We do not submit reimbursement requests on tow bills to insurance for individuals.  If [redacted] is looking for reimbursement of the tow bill he said he acquired, we suggest he contact the tow company directly, or his insurance carrier or HOG roadside assistance if he is a HOG member.  For reimbursement of payments they made on the loan for the Ultra Classic, they would need to contact that financial institution directly to get those payments refunded to them as those payments were not made to Fort Worth Harley-Davidson.  The contact information should be printed on their bill.We have extended our offer of customer service to both [redacted] and [redacted] on more than one occasion and our negotiations are complete.  There are no other promises of money to be paid or owed by either party. We continue to offer our customers the highest level of customer service we can provide.  Thank you for the opportunity to respond to this matter for a final time.Thank you

Complaint: [redacted]
I am rejecting this response because:  The last time we took the bike in, the service tech said that it was bad gas.  The spark plugs were changed, (without being notified/approved, just like the bolts being tightened on prior visit) and he said that he took the bike apart and flushed the lines, which we were also charged for.  Again, it is absurd that gas was any part of the problem.  If it was, then it was sold to my husband with "gunk in the lines".  Which you would think that there would be some type of quality control in that regard.  However, "bad gas" does not cause the rattling that was going on.  The fact that the tech told us he took the bike apart and couldn't find anything, tells me that 1. He didn't really take the bike apart, or 2. He took it apart but was unable to see that the clutch and clutch pads were in very bad shape and needed to be replaced.  So the only conclusion is either this department is unethical, or incompetent.  From the demeanor of the technician, I really think it may be both.  It is not an issue of paying for repairs that need to be done that are outside of warranty.  It is an issue of other "problems"  being worked on that are not discussed with the owner of the bike prior to the work being done, and then the original problem the bike was brought in for is still not resolved.  Again, how many other bikes may be out there with sub-par mechanical work, or the work actually not done at all, that may be putting that rider in danger if the bike breaks down???  The highway speeds around our home are all 70mph.  If his clutch had gone out at this speed, I hate to even imagine what could've happened.  I will also address the maintenance on the bike, since that seems to be called into question.  My husband takes better care of that bike than his own health.  The oil is changed before it is even scheduled to be.  All the fluids are checked regularly and have been changed accordingly.  We are lucky in the aspect that a friend is an MMI graduate who is a certified Harley Davidson mechanic.  We try not to take advantage of this, but he does help my husband with the regular maintenance of the bike.  Which is why there is no record of service being done to the bike.  We buy the necessary oil/fluids/filters/etc from the dealership, and then he handles the rest.  I am not trying to get anyone fired.  It honestly seems almost as if this is policy of this dealership with the way it was handled every single time we took the bike to this location.  Only ONE of the technicians ever even tried to make things right, and then he came back apologizing, but saying there was nothing he could do.  I do wish I had better documented this whole thing, that is my mistake, neither myself nor my husband remember his name.  Seems to me that policy needs to change, and this department needs to be held to higher standard.  The department holds peoples' lives in their hands with the work that they do.  A $100 gift card to the store?  Honestly, that's an insult.
Regards,
[redacted]

the dealership agreed to trade bikes back as long as I continue to pay for the loan on the Ultra classic which would be in their posession. its criminal!! I woulod like to know if I towed this ultra to their store to show them the evidence of bike being wrecked would they then finally do right by me and do the fair trade back,and refund me the monies paid on the Ultra? its a simple yes or no answer. I will also bring statement from independent HD tech stating the bike has been wrecked. its bloody dreadful that I am still having to go thru this, everything about this situation reeks of criminal behavior and the worst customer service ever. the removing of risers on bike was something discussed the very day of purchase. I have taken bike back 5 times. the only reason they agreed to do fork oils is because I had bike towed to another dealership ,Longhorn in Grand Prarie where their technician made suggested things to help with the bike. when FT WORTH got bike they DID not change fork oil, they simply tightened bushings. once again I had to return bike and make a fuss to have them do it correctly.

[redacted] did purchase a 2007 Ultra Classic from us on 10/18/14.  She traded in a 2007 Road King.  [redacted] left the bike in our service department to have a detachable tour pack installed.  The bike was brought in for service on January 30, 2015 and [redacted] was stating the...

bike was 'wobbling and dies in corners'.  The issues could not be recreated but service changed out the handlebar risers, bushings, and clamp at no cost to Mrs. [redacted] for customer service satisfaction.  Service also called her extended warranty and had them approve a new ignition switch housing in the event hers was sporadically faulty.  We took care of all the costs associated with these repairs except the $50 deductible required by her extended service plan for the ignition issue.   [redacted] brought her bike in a second time on February 10, 2015 stating the 'forks bottom out and dies while riding'.  Service replaced her fork oil and seals at no cost to her.  Service could not duplicate the 'dies while riding' issue and all systems were operating normally when tested.  The third and final time [redacted] had her bike in service was on 3/23/15 stating it 'dies on slow turns and feels loose when hitting bumps'.  Service could not duplicate her issues and offered to ride along with her to see under what conditions the problems arise.  [redacted] declined.  Our service department has continued to offer to look at the bike and see if the issues can be recreated so a diagnosis could be made.  Mrs. [redacted] has declined all offers.  We have not seen the 2007 Ultra for any scheduled maintenances to this point.  As to the statement regarding the 2007 Ultra being wrecked, we have no records, work orders or the like to indicate the bike has ever been wrecked to our knowledge.  We have not seen an indication of wreck damage throughout the services we have performed on this bike.[redacted] asked to be traded out of the 2007 Ultra and back to the previous 2007 Road King.  Our sales manager had her come in to see if she would qualify to trade.  Mrs. [redacted] became upset when the price of the Road King was different than when she traded it in due to the new battery and service that had been completed on the bike to make it ready for sale.  [redacted] declined the trade in offer.  After discussing the situation further, we offered to trade [redacted] straight out of her Ultra back to the Road King with no money out of her pocket.  We also felt we could probably assist her with her loan and keep her payments the same if she qualifies.  When given this offer, [redacted] declined it and said she wanted us to pay her loan off and give her all the money back she has paid thus far on the Ultra.  Our second offer still stands if she changes her mind.[redacted] has continued to send messages regarding her dissatisfaction in every way possible.  We have continued to offer to put her bike back in service with our certified technicians but she continues to decline.  We have made two different attempts to help her out of her Ultra and back to her Road King and both were declined.  We understand there is a sick child in her care and we hope that situation improves for her soon.Fort Worth Harley continues to strive for the best possible customer service we can provide.  We have been recognized by Harley-Davidson as a top performer being the only two time  Platinum award winner in Texas for our commitment to our customers.  We will continue to offer this customer service to [redacted] and hope to find a way to get her on the road and happy with her Harley-Davidson motorcycle.Thank you

This is absolutely criminal behavior ! They will trade me back for my road king that is paid off yet want me to still pay for the Ultra that I will be returning to them! Unacceptable! They sold me a wrecked bike and still want me to pay for it ! No deal! I cannot believe im still having to go thru this nightmare

We understand Mrs. [redacted] is upset.  We have given her a couple of options to help with her situation.  1. We are willing to take another look at the bike at no cost to her at this time to see if the issues can be recreated by a technician. We have no record of the 2007 Ultra being damaged in any type of wreck.  We have already completed work on this bike on three different occasions at no cost to her except a one time $50 warranty deductible.  We are serious about customer service and have extended it more than once to Mrs. [redacted].  [redacted] states 'I have taken the bike back 5 times'  and we have record of 3 service visits with the first being over 3 months after purchasing the bike.  There are no other records of the bike being in service for repair or required maintenances at our location.  Our service department takes every customer issue seriously and works to make each customer happy when they leave.  If a customer calls after having service work completed with a continued issue, they are moved to the front of the line and made a priority to get corrected.  This same service is extended to [redacted].2. We have an offer to trade [redacted] out of her Ultra and back to the 2007 Road King as long as it is still available.  There is no money down for this transaction.  Mrs. [redacted] would have to either pay off the remainder of her loan on the Ultra or obtain new financing for the amount she still owes for the purchase of the Ultra that she has had in her possession for over 7 months.Fort Worth Harley will continue to offer the best customer service possible to every customer.  We appreciate the opportunity to get Mrs. [redacted] back on the road with her Harley-Davidson.Thank you

I am still out $ 200 for towing of the Road king " we JUST RE PURCHASED from fort worth Harley and paid for All the service work done on the road king as part of the deal an would expect it to at least make it home to Grapevine texas an it's not my job to chase this tow money after purchase of bike 30 minutes before it broke down. yes, Fort Worth came and picked it up and fixed it, delivered it back, but that should include reimbursement of my out of pocket $200 tow bill since I was buying an paid for ( $1,000 paid to Ft. Worth HD for service to Road King as part of the deal) a freshly serviced bike and should run more than 10 miles. As to final inspection etc. because service department was closed, that's untrue and an excuse. I started to changed the light bulb because it was purchased by us and is quite expensive, the techs couldn't even figure out how to complete task so I had to assist them. If the techs over filled the oil and that was the reason for the road king puking oil out the air cleaner and black smoke out exhaust and dying on side of busy highway and needing towed then I'm confused as to how it my responsibility to pay $ 200 to get the newly purchased bike off the side of FT. Worth hwy when the techs were obviously at fault and incompetent. this was a bad deal from the beginning as other outside qualified techs have belief ultra was wrecked before Ft. Worth HD sold it to Dee [redacted] and I, Im out quite a bid of money, $2,800 paid out on the previously wrecked Ulta. Just want my $ 200 tow money back.

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